Disputing a locksmith's exorbitant charges?

July 8, 2009 8:21 PM

Disputing a locksmith's exorbitant fees?

I'm asking for a coworker, because I've been overhearing this saga for two weeks and vowed to get involved.

A coworker had her front door lock jam the other day. She had to climb in through a window, and discovered that the lock was jammed on the inside, too. She researched local locksmiths and went with a firm that says on their site that they'll match any competitor's offer. She called for a quote and was told that the locksmith would give a quote before beginning work.

Lo and behold, the locksmith just began work and told her not to worry about the estimate. He unscrewed part of the doorknob and used a hammer to unstick it, and then removed the defective doorknob and lock. He asked if she wanted him to put a new one on; she asked about price and was told that new doorknob was $300. Shocked at the price, she declined, and the guy billed her $200 (plus a reasonable service fee for coming out), effectively for banging her doorknob off with a hammer.

She paid, but was surprised at the cost, so she called competitors. Every competitor said they'd have done the whole job—including installing a new doorknob, and including the parts costs of that—for under $200. So she contacted the company, and has spent the past two weeks getting the runaround.

Part of the tricky part is that the services were rendered, and she did pay it, so trying to get the credit card company to reverse the charges seems unethical.

What other options are there? We can be vengeful and raise a big stink on online review sites and with various other groups like the Better Business Bureau, but she wants to get this resolved, not to try to harm them. Any ideas, hivemind?

posted by fogster to work & money (14 comments total)

I'm having a hard time seeing how this isn't entirely your friend's fault.

I mean, if it were me, and I suspect a lot of people, I would have said, "No. Give me an estimate before you begin work."

Your friend allowed herself to be taken advantage of - next time she'll be sure to get a price up front. She's probably lucky she's only out $200 and not several thousand (as she would be in the case of car repair or what-have-you.

As for the competitors she called (after the fact) who's to say that they wouldn't have tried to gouge her as well?
posted by wfrgms at 8:55 PM on July 8

It sounds like your coworker made a lot of mistakes: letting work start without an estimate because the contractor said "not to worry", then paying a bill she thought was unfair, for uncompleted work. You do not say what she wants other than "to get this resolved". I hope she knows very clearly what she wants before she calls them, and will say just as clearly what it is. Does she want a partial refund? A full refund? The work completed for free or a reduced rate? An apology? A promised change in their practice regarding estimates? Disciplinary action for the worker?

I would also not necessarily believe another company she called just because they tell her they would have done some work cheaper. They have everything to gain [her good will and future business] and nothing to lose [the work is done -- they don't have to do it at the stated price] by telling her this.
posted by fritley at 8:55 PM on July 8

Sad to say, that's how they get you -- they plan on being able to catch you in your most vulnerable moments. Here in town, we're having a fairly significant issue (don't know why that article has huge text) with some new firm in town which poses as multiple firms to usurp the business of the more established, less unscrupulous firms.

So go ahead and try to resolve it, but don't waste too much time.
posted by Madamina at 8:56 PM on July 8

Did she tell the competitors what she actually paid? If so, it sounds to me like they would have told her they would beat ANY price she told them. It doesn't cost them anything to just low-ball whatever number she told them, after she already paid someone else. It's not like fixing locks is something with a ton of repeat business from the same person, so the chances of her ever having to take them up on their "quote" is low.
posted by SuperSquirrel at 8:57 PM on July 8

This is not an answer to your question specifically but it is possibly a resolution to the problem in a greater sense:

Replacing a doorknob is extremely easy. If your coworker is not able to do basic home repairs herself, she might want to build rapport with a local handyperson type. (I don't know if that's a word, but I know capable "handymen" of both sexes.) They advertise on craigslist and help with jobs like this for a fair price. If your coworker is not comfortable dealing assertively with workers, maybe this person could act as an intermediary when it's necessary to call in the specialists. (This was not one of those times, in my opinion.) Just a thought.
posted by fritley at 9:04 PM on July 8 [1 favorite has favorites]

Your friend was in a bind, was stressed, and got taken advantage of. It's unlikely to be worth her time and trouble to try to get a refund. Complain to the Attorney General, Chamber of Commerce, and the Better Business Bureau. I believe they have to be bonded or registered, as locksmithing skills lend themselves well to breaking into places. So, maybe there's a regulatory agency to complain to. Then maybe the next person won't get screwed by the guy.
posted by theora55 at 9:59 PM on July 8

Yeah, it sounds like your friend got nailed -- probably her best option is to publicize their shady practices so that they can't screw anyone else -- BBB, yelp, etc. Try the consumerist blog too -- maybe the publicity will pressure them into giving some money back.
posted by paultopia at 10:18 PM on July 8

Lo and behold, the locksmith just began work and told her not to worry about the estimate.

It's a small wedge, maybe, but it may be possible to argue that "don't worry about it" in English mean "no charge."

Q: How much will this cost?
A: Don't worry about it.

Should it get far enough for a judge to weigh in, one might agree that was a reasonable interpretation.

But the fact she paid it might make it all too late to matter.
posted by rokusan at 4:36 AM on July 9

Better Business Bureau, small claims court. Rokusan has a good point, if you ask for an estimate and they say "don't worry about it" it wouldn't be unreasonable to think the service was going to be free.
posted by gjc at 5:03 AM on July 9

you might be interested to read this about dodgy emergency locksmiths spamming directories with multiple entries under multiple names, making it more difficult to find a reputable locksmith
posted by compound eye at 5:15 AM on July 9

IAAC, IANYC (I am a contractor, I am not your contractor.) So your friend needed a locksmith to come out and get her into her home. The locksmith came, let her into her home, she paid him, and he left. She didn't clarify pricing, and when the price came in higher than expected, she just paid it. Unless she has limited English skills or has paralyzing social anxiety, there was nothing preventing her from saying, no, I don't want you to start until I have a firm price.

The locksmith provided a service on an emergency basis, and he billed for that premium. I am not saying that his price was the appropriate price, nor am I saying he wasn't trying to get the most money possible for the service he offered. I'm just saying that she did nothing to clarify her expectations and then got mad that that the price she (someone not familiar with locksmithing) had in mind was not the price that was charged. She's as much at fault here as the locksmith is.
posted by crankylex at 6:06 AM on July 9 [1 favorite has favorites]

Have you seen the FPP article on high-priced scam locksmiths?
posted by kalessin at 6:53 AM on July 9

Most of the time, when someone needs a locksmith it's a pressing matter. Because of this, if the customer does not demand an upfront estimate to compare costs, they will be charged the premium.

It's like the difference in price between making a doctor's appointment for flu like symtoms with the family doc or going to the emergency room for the same thing.

I think your coworker just needs to learn from this and move on.
posted by WeekendJen at 10:43 AM on July 9 [1 favorite has favorites]

Submit a report to Angie's List as well.
posted by de void at 1:51 PM on July 9